Journal
JOURNAL OF STRATEGIC INFORMATION SYSTEMS
Volume 26, Issue 2, Pages 118-141Publisher
ELSEVIER
DOI: 10.1016/j.jsis.2017.01.001
Keywords
Trust; Distrust; Data exchange; B2B relationship; Information quality; System quality; Service outcome quality; Relationship commitment; Perceived risk
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Successful business-to-business (B2B) data exchanges can help firms improve inter organizational cooperation and operational practices, thereby increasing competitive advantage. However, data exchange quality and trust are not assured. Further, although researchers have examined how trust in the exchange partner relates to data exchange system success, both trust and distrust may be important to consider. Using two-factor theory and trust theory, we examine the differential impacts of information quality, system quality, and service outcome quality on trusting and distrusting beliefs. We also study whether trusting and distrusting beliefs have differential influences on relationship commitment and perceived risk. Results from a laboratory experiment show that information quality, a process (i.e., motivating) factor, more strongly influences trusting beliefs than distrusting beliefs, whereas service outcome quality, an outcome (i.e., hygiene) factor, more strongly influences distrusting beliefs. Also, while trusting beliefs has a significantly stronger influence on relationship commitment, trusting and distrusting beliefs have equivalent effects on perceived risk. Implications and ways to expand this research are discussed. (C) 2017 Elsevier B.V. All rights reserved.
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